Jeanne, we are so sorry to hear that! Unfortunately, I don't see the item you're referring to. Would you mind sharing which item this was and how it was stored and cooked? This way, our team can investigate.
“Food was delivered "damaged" The tin and crust of the Shephards were dented in and broken crust. At the price you pay for product I would think they could provide better packaging and a heavier tin. Salty
Clam Chowder was good but a bit salty. Weird that it comes in a plastic bag
Finally the cake was awful . Frosting was cracked and broken apart upon arrival. The rosettes were all on one side of the cake. Could not taste the Baileys in the cake at all. Just a very very rich and dry chocolate cake. Poor quality - especially when you consider it cost $50”
We’re very sorry to hear about your experience and truly apologize for the condition in which your order arrived. This is certainly not the quality or care we strive to deliver, especially given the investment our customers make in our products.
We’ve opened a case with our Customer Service team to look into this further and review the concerns you shared regarding packaging, product condition, and quality. Your feedback is important and helps us identify areas that need improvement.
Thank you for bringing this to our attention, and again, we apologize for the disappointment.
Best regards,
Mackenzie Limited Customer Support Team
“Since I've ordered twice, it must be ok. However, there were problems with first order. Apple pie paper cooked to pie. Ew. 2 of the bread loaf samples were so dry unedible. Sent 2 corn casseroles instead of 2 green bean casseroles. Others stuff alright. Second order, ranch casserole is wonderful. Haven't cooked anything else yet. Enjoyed what used, but very expensive. Will think before order anything else.”
“Non existent customer service. Ordered 2 Christmas cookie tins as gifts and paid expedited shipping to guarantee delivery by 12/18. Received one tin on 12/17. When I called a woman told me she could not do anything… a resolution team would call me in 24 hrs. No one called but I received an email indicating that the other tin would ship on 12/22, after when we needed them. I called again and spoke to the same woman who has authority to do nothing …so more like an answering service. I asked for a refund of the tin and the extra shipping costs that I had paid to get it by12/18. She said she would send my request to the resolution team. No confirmation that I will get the refund.”
We are so sorry that this order didn't go perfectly. Someone from Customer Service has reached out privately to you to resolve. I do see we reshipped the missing tin of cookies with priority to you, but it doesn't seem like that was the full resolution you needed, and for that we apologize!
“Very, very bad customer service. They claim to have "exceptional customer service e but do not. Also expect enormously high shipping costs 45.00 item ends up being 71.00 and that is their slowest shipping. I will NEVER order again.”
We are so sorry you weren't happy with your order. We show this order was ordered on 12/15, shipped on 12/16, and delivered 2 days later with UPS. The order total was $71.00, including $18.95 for Standard shipping.
“I took everything except the chocolate pecan bourbon pie to Thanksgiving dinner @ my wife's family gathering & they loved everything. The triple chocolate cake & 1 other item got a bit damaged during shipping, but that's not your fault. It's not cheap, but I don't mind spending a little more for occasional desserts. Haven't tried any of the other items you offer. Though the Smith Island cake wasn't the real, original cake from Smith Island, it was tasty & cost less than the real thing, which has more layers.”
“I hate that you have soooo much good things to offer. I would love to try most of the catalog, too expensive for me.this was a treat for my coming birthday. Love everything, thank you so very much.”
“I was pleasantly surprised to find Sticky Toffee Pudding in Mackenzie's catalog. Being an Anglophile, I decided to order one to see if it could come close to a traditional English Sticky Toffee Pudding. I was stunned! I ate the whole pudding and ordered two more to share with family. Delicious, nostalgic and also a new tradition! Many thanks! Shipping is so quick, the package stayed frozen in transit. I'm very pleased with Mackenzie's offerings...”
“I was disappointed in the small size of the smoked salmon ring. Wanted it for my vegan family members for Xmas. Now I either have to order another one or find an alternative at the grocery store.”
“Gave this as a gift to my brother. He said the food was great and the servings generous. He definitely would have told me if the food was not good...”
“I was pleased to see the packaging of the food and thought my Thanksgiving would be perfect. I followed the instructions on each package and I am sorry to say what should have taken the max of 2 hours to prepare took me all afternoon. After removing each of the dishes from my oven to find they were not done and still cold in the middle I ended up microwaving each dish to have a dinner served hot. I was extremely disappointed and will never order from you again.”
I am so sorry you had trouble with preparation, the dinner you ordered if prepared from thawed (recommended) is designed to be done in 30-45 minutes. Ovens do vary in terms of temperature, and our apologies if this took longer than intended. Someone from Customer Service will reach out to you directly.
